Associate Director, Patient Service Operations
Incyte
July 01, 2026
Remote friendly (Chadds Ford, PA)
United States
Operations
Responsibilities:
- Oversee day-to-day operations, ensuring adherence to policies, procedures, and service level agreements (SLAs).
- Monitor KPIs and identify areas for operational improvement.
- Ensure operations follow industry regulations and company standards.
- Analyze customer feedback to drive service enhancements and resolve issues.
- Triage and manage data, operational and systems escalations; follow up on resolutions in a timely manner.
- Collaborate with cross-functional teams and external partners to streamline processes and improve workflow.
- Track program metrics; collaborate with leadership to optimize program efficiency and recommend workflow/process enhancements.
- Create and deliver presentations to internal stakeholders on compliance, status of patient care, operational successes, improvement opportunities, and quarterly business reviews.
- Maintain a strong compliance approach, ensuring teams understand patient privacy laws.
- Up to 25% travel required, primarily to Pittsburgh, PA.
Requirements:
- Bachelor’s degree required.
- 3 years of experience in patient services/patient support operational roles in pharmaceutical/biotech or other HUB services roles.
- Proven ability to work efficiently in a matrix environment with cross-functional teams.
- Strong analytical skills with data analytics; experience with performance reporting and digital tools for contact center/patient service operations.
- Proven oral and written communication skills; learning agility and change management experience; ability to influence without authority.
Preferred:
- Strong understanding of call center operations, patient support programs, KPIs, and healthcare regulations.
- Experience in Oncology, Immunology, rare diseases, or specialty pharmacy environments.
- Proficiency with CRM platforms, call center software, reporting dashboards, and Microsoft Office Suite.
- Experience across multiple disease states/therapeutic areas.
- Significant field reimbursement experience with medical and pharmacy benefit products.
- Ability to exercise independent judgment.
- Ability to manage deliverables in a fast-paced environment.
- Exceptional customer focus, collaboration, initiative, results-oriented, business solution-oriented capabilities.
- Oversee day-to-day operations, ensuring adherence to policies, procedures, and service level agreements (SLAs).
- Monitor KPIs and identify areas for operational improvement.
- Ensure operations follow industry regulations and company standards.
- Analyze customer feedback to drive service enhancements and resolve issues.
- Triage and manage data, operational and systems escalations; follow up on resolutions in a timely manner.
- Collaborate with cross-functional teams and external partners to streamline processes and improve workflow.
- Track program metrics; collaborate with leadership to optimize program efficiency and recommend workflow/process enhancements.
- Create and deliver presentations to internal stakeholders on compliance, status of patient care, operational successes, improvement opportunities, and quarterly business reviews.
- Maintain a strong compliance approach, ensuring teams understand patient privacy laws.
- Up to 25% travel required, primarily to Pittsburgh, PA.
Requirements:
- Bachelor’s degree required.
- 3 years of experience in patient services/patient support operational roles in pharmaceutical/biotech or other HUB services roles.
- Proven ability to work efficiently in a matrix environment with cross-functional teams.
- Strong analytical skills with data analytics; experience with performance reporting and digital tools for contact center/patient service operations.
- Proven oral and written communication skills; learning agility and change management experience; ability to influence without authority.
Preferred:
- Strong understanding of call center operations, patient support programs, KPIs, and healthcare regulations.
- Experience in Oncology, Immunology, rare diseases, or specialty pharmacy environments.
- Proficiency with CRM platforms, call center software, reporting dashboards, and Microsoft Office Suite.
- Experience across multiple disease states/therapeutic areas.
- Significant field reimbursement experience with medical and pharmacy benefit products.
- Ability to exercise independent judgment.
- Ability to manage deliverables in a fast-paced environment.
- Exceptional customer focus, collaboration, initiative, results-oriented, business solution-oriented capabilities.